Use the order page in the Theatr app to cancel or fully refund an order. Open the order and tap Cancel Order or Refund Ticket(s), whichever you see. For a paid order, either option gives your buyer a full refund.
Both options affect the entire order. To keep some tickets and cancel or refund the rest, see “Get help” below before using either option. We’ll check what can be arranged.
Before you start
If you’re initiating the cancellation or refund, let the buyer know first so they can make other plans.
A refund from the original ticket provider is separate from the buyer’s Theatr payment. If the order already shows it’s been refunded, you don’t need to do anything. If the buyer already canceled, see What do I do if my buyer cancels?
For a paid order, your buyer gets a full refund and you won’t receive earnings for this sale. A free order has no payment to return.
Canceling or refunding does not reverse an external transfer or invalidate saved ticket files. The buyer might still have access afterward. If you plan to offer the tickets again, follow the ticket-access checks below.
Open the order
Go to Orders → Sell and select the listing.
Under Orders, tap the buyer’s name.
Tap the three dots in the upper-right corner.
The three-dot menu is inside the order, not on the listing page.
If you see Cancel Order
Use this option to cancel the entire order. If you’ve already sent the tickets, check who can still use them before offering them again.
Tap Cancel Order.
Choose a reason if the app asks for one, then tap Cancel & Refund.
If the event is still upcoming, the tickets return to your listing after you cancel. Check the listing before putting them back on sale; it stays deactivated until you reactivate it.
If you see Refund Ticket(s)
Use this option to fully refund the entire order. Before you refund:
For orders listed with Upload e-tickets to Theatr (or Instant E-Ticket Transfer), the buyer already has the uploaded files. A refund doesn’t take them back.
If you agreed to deliver later: You can refund the order even if you haven’t sent the tickets yet.
If you’ve already delivered valid tickets that match the listing and your buyer’s plans change, you can choose to refund them if you both agree. Your buyer can also relist eligible tickets.
Tap Refund Ticket(s).
Choose the refund reason and tap Next.
Read the acknowledgment, then tap Confirm Refund.
If your buyer cancels
Your buyer can cancel while the order shows “Waiting for Ticket Transfer” and they haven’t received or accessed any tickets, up to 30 minutes after the event’s listed start time. They can open the order and tap Help → Cancel Order. This option isn’t available for Instant E-Ticket Transfer orders.
After a buyer cancels, check your listing: the tickets might already be back on sale unless you deactivated it or a review message requires further action. See the buyer cancellation guide for the full steps.
Before offering tickets again
If you want to sell or give the tickets to someone else, including tickets you gave away for free, end the first order before offering them again.
Check who can use the tickets first. If you sent them outside Theatr, cancel or revoke that transfer first if the platform allows it. If the first buyer still has usable access, or you’re unsure whether they do, see “Get help” below before relisting.
For Instant E-Ticket Transfer orders, the files were already delivered. Refunding does not take them back or make them unsold tickets. The guide below explains what you can do with any remaining unsold tickets.
If you arranged to send or hand over the tickets yourself and the order is still active, you can cancel or fully refund it using the steps above. For an upcoming event, the tickets return to your original listing, which stays deactivated until you put them back on sale. Check the event, date, time, seats, remaining quantity and price before reactivating it.
Follow the reactivation and relisting guide for your handoff method and any review steps. Listings can’t be reactivated after their listed event time has passed. When you reactivate a listing, buyers can find and buy the tickets again. This doesn’t reserve them for a particular person or change the buyer on the original order.
Get help
For help with part of an order or ticket access before relisting, contact us. Include the order details, status and options shown. If the order won’t open or an option is missing, describe what happens when you try.